ITIL® 4 Specialist: Drive Stakeholder Value Course

• Educational Background: Learners need to have completed ITIL® 4 Foundation Certificate in IT Service Management before applying for this course. 

• Language Proficiency: Learners should have a good command of English, as all course materials, assessments, and discussions are conducted in English.  

• Interest in Driving Value: This course is ideal for individuals with a keen interest in driving stakeholder value through managing relationships and enhanced delivery. 

• Stakeholder Engagement: Learners will gain the ability to identify and engage key stakeholders effectively, fostering collaborative relationships for mutual benefit. 

• Service Alignment: Learners will understand how to align service offerings with stakeholder expectations, ensuring value delivery and satisfaction throughout the service lifecycle. 

• Value-driven Practices: Learners will learn how to implement value-driven service management practices that maximise stakeholder satisfaction and contribute to business success. 

• Effective Communication: Learners will develop advanced communication skills to manage stakeholder expectations, resolve conflicts, and enhance collaboration between service providers and stakeholders. 

This course is ideal for IT professionals, service managers, and anyone looking to enhance stakeholder management skills and drive value through effective service delivery. 

• IT Service Managers 

• Service Delivery Managers 

• Business Relationship Managers 

• Project Managers 

• Change Managers 

• Customer Success Managers 

• IT Consultants 

Module 1: Understand How Customer Journeys are Designed 

• Concept of the Customer Journey 

• Definition: Customer Journey 

• Relationships Between Value Streams and Customer Journeys 

• Customer Journey and Service Interaction 

• Concept of Customer Journey 

• Customer Experience 

• User Experience 

• Three Aspects of the Customer and User Experience 

• Purpose of Identifying, Understanding, and Mastering the Customer Journey 

• Stages Involved in Designing an End-to-End Customer Journey and Experience 

• Stakeholder Aspirations 

• Touchpoints and Service Interactions 

• Mapping the Customer Journey 

• Personas and Scenarios 

• Customer Journey Maps 

• Example of a Customer Journey Map 

• Understanding the Customer Experience 

• Design Thinking 

• Marc Stickdorn’s Five Principles of Service Design Thinking 

• Design Thinking 

• Leveraging Behavioural Psychology 

• Design for Different Cultures 

• Measuring and Improving the Customer Journey
   

Module 2: How to Target Markets and Stakeholders? 

Step 1: Explore 

• Understanding Service Consumers and Their Needs 

• Purpose of the Organisation 

• The ‘Golden Circle’ 

• External and Internal Factors 

• SWOT Analysis 

• Objectives and Opportunities 

• Risks and Mitigation 

• Understanding Service Providers and their Offers 

• Industry Standards and Reference Architectures 

• Characteristics of Markets 

• Understanding Markets 

• Market Segmentation 

• Characteristic-Based Market Segmentation 

• Needs-Based Market Segmentation 

• Identifying and Analysing Service Consumers 

• Marketing Activities and Techniques 

• Targeting Markets 

• Value Propositions 

• Marketplace and the Marketspace 

• Personalising and Profiling 

• Targeted Marketing 

• AIDA Model 

• Brand and Reputation 

• Sustainability and the Triple Bottom Line 

• Importance of Existing Customers
   

Module 3: How to Foster Stakeholder Relationships? 

Step 2: Engage 

• Communicating 

• Cooperation and Collaboration 

• Listening Modes 

• Service Relationship Types 

• Basic Relationship 

• Cooperative Relationship 

• Partnership 

• Engaging and Fostering Relationships in Different Environments 

• Building Service Relationships 

• Service Relationship Ladder 

• 5 Steps of the Service Relationship Ladder 

• Creating an Environment that Allows Relational Patterns to Emerge 

• Initial Engagement Tools 

• Building and Sustaining Trust and Relationships 

• Trust and Relationship Factors 

• Three C’s Model Applied to a Service Relationship 

• Three C’s Model 

• How to Develop Customer Relationships? 

• Building of Trust and Relationships 

• Understanding Service Provider Capabilities 

• Understanding Customer Needs 

• Understanding Value Drivers 

• Value Drivers 

• Example of a Value Driver Framework 

• How Service, Services Interactions, Service Offerings, Products, and Resources are Related 

• Assessing Mutual Readiness and Maturity 

• Types of Maturity Assessment in the Engage Step 

• Managing Suppliers and Partners 

• Relationship Management: Service Integrator Activities 

• Supplier Management Practice
   

Module 4: How to Shape Demand and Define Service Offerings? 

Step 3: Offer 

• Managing Demand and Opportunities 

• Patterns of Business Activity 

• Optimising Capacity 

• Capacity and Performance Management Practice 

• Shaping or Smoothing Demand 

• Pricing and Charging 

• Building the Customer Business Case 

• Building the Service Provider Business Case 

• How to Collect, Specify, and Prioritise Requirements from a Diverse Range of Stakeholders? 

• Specifying and Managing Customer Requirements 

• Roles and Responsibilities 

• Managing Requirements 

• Minimum Viable Product – MVP 

• User Stories and Story Mapping 

• MoSCoW Method 

• Weighted Shortest Job First 

• Methods for Designing Digital Service Experiences Based on Value-Driven, Data-Driven, and User Centred Service Design 

• Designing Service Offerings and User Experience 

• Lean Thinking 

• Agile Product and Service Development 

• User-Centred Design and Service Design Thinking 

• Service Blueprinting 

• Design for Onboarding 

• Approaches for Selling and Obtaining Service Offerings 

• Selling and Obtaining Service Offerings 

• Pricing 

• Internal and External Sales 

• Business Analysis Management Practice
   

Module 5: How to Align Expectations and Agree Details of Services? 

Step 4: Agree 

• Agreeing and Planning Value Co-Creation 

• Types of Service Value Drivers 

• Service Interaction Method 

• Inherent and Assigned Characteristics of Services 

• How to Negotiate and Agree Service Utility, Warranty, and Experience? 

• From Service Consumer Needs to Agreement 

• SLA Content and Structure 

• Service Level Management Practice 

• Negotiating and Agreeing Service Utility, Warranty, and Experience
   

Module 6: How to Onboard and Offboard Customers and Users? 

Step 5: Onboarding 

• Purposes of Onboarding and Offboarding 

• Onboard 

• Planning Onboarding 

• Onboarding Goals 

• Onboarding Scope 

• Examples of Consumer Resources to Onboard 

• Onboarding Customer and Users: Onboarding Actions 

• Examples of Service Provider, Service Consumer, and Supplier/Partner Onboarding Actions 

• Onboarding Control 

• Ways of Relating with Users and Fostering User Relationships 

• Relating to Users and Fostering Relationships 

• Fostering Relationships with Corporate Users 

• Fostering Relationships with Individual Service Consumers 

• Providing User Engagement and Delivery Channels 

• Seamless User Journey with Omnichannel Management 

• Examples of Omnichannel Challenges that have to be Considered by Service Providers 

• Enabling Users for Services 

• Offboarding Customers and Users 

• Customer Offboarding 

• User Offboarding 

• Service Catalogue Management Practice 

• Service Desk Management Practice 

• Understand How Users Can Request Services 

• On-going Service Interactions 

• Service Requests 

• Service Desk Interactions 

• When Things Go Wrong 

• Moments of Truth 

• Intelligent Disobedience 

• Customer and User Feedback 

• Challenges and Solutions for Continual Customer and User Feedback 
   

Module 7: How to Act Together to Ensure Continual Value Co-Creation? 

Step 6: Co-Create 

• Fostering a Service Mindset 

• Service Mindset for Service Provision 

• Methods for Triaging of User Requests 

• Concept of User Communities 

• Nurturing User Communities 

• Super-Users 

• Service Requests
   

Module 8: How to Realise and Validate Service Value? 

Step 7: Realise 

• Realising Service Value in Different Settings 

• Tracking, Assessing, and Evaluating Value Realisation in Different Types of Service Relationships 

• Methods to Track and Monitor Service Value 

• Tracking Value Realisation 

• Tracking Performance, Output, and Outcome 

• Tracking Experience and Satisfaction 

• Tracking Service Usage 

• Assessing and Reporting Value Realisation 

• Evaluating Value Realisation and Improving Customer Journeys 

• Evaluation and Verification 

• Continual Improvement 

• Tracking, Assessing, and Evaluating Outcomes 

• Charging Mechanisms 

• Charging and Billing 

• Portfolio Management 

• Drive Stakeholder Value – Conclusion